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MARYLISA SARA ALEMI

MARYLISA SARA ALEMI

Member since Invalid Date
2
Reviews
3.5
3.5 out of 5 stars
Average rating

Reviews by MARYLISA SARA ALEMI

RE

Rebel Energy

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2 out of 5 stars

Not so good

I am staying with Rebel Energy only because of the exit fee; otherwise, I would have already switched provider. As someone who recently moved to the UK, I am new to the billing system here. However, I have had no issues with other service providers (water, internet) or with my landlord and letting agency—everything has been smooth except with Rebel Energy. I set up my contract in January, specifying that my start date should be February 24th. Despite this, Rebel Energy set my start date as February 13th. I contacted them multiple times—both via phone and email—to request the correction, and each time, I was assured that the change had been made. Unfortunately, it was not. My direct debit was still taken on February 13th, and the incorrect start date remained in place. To avoid another incorrect charge, I called to request a change to my direct debit date. I was advised that this was not possible at that stage and was told to either cancel the direct debit through my bank (and reinstate it later to another date) or request a refund. I was assured that canceling it would not cause any issues and that I could reinstate it later. However, after canceling the direct debit, I received an email stating that this was a serious matter and that I could lose my discounted rate—something that had not been mentioned during my call. I then contacted customer service again to reinstate my direct debit, and I was told it had been done. I requested a confirmation email, which I received, stating that everything was set up correctly, including a new payment date. However, nothing appeared in my bank app. I told them by email again, and they assured me that everything was okay. Despite all this, now, three weeks later, I have received another email instructing me to reinstate my direct debit online, which I have now done again. Additionally, the app does not function correctly—it does not display my debit balance or energy consumption. Lastly, a smart meter was installed, but unfortunately, it does not work properly. The battery lasts less than an hour unless it is constantly plugged in. I do appreciate the kindness of (most of) the customer service representatives I have spoken to, but I believe these issues stem from lack of proper internal communication rather than individual errors. I sincerely hope these problems are resolved soon so that I can finally have a properly set-up direct debit, access my energy consumption details, and manage my usage accordingly.